| I&T Solution |
AI Speech Analytics System for Call Analytics and Transcription
(REF: S-1130) |
| Trial Project |
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| Solution Feature |
- Leverage Automatic Speech Recognition (ASR) technologies, auto detect the languages (Cantonese, English, Putonghua) being spoken, and transcribe customer inquiries to text.
- Analyse and understand conversation context with Natural Language Processing (NLP) technologies.
- Leverage NLP, conduct Quality Assurance (QA) by automatically analyse every conversation between clients and agents, and evaluate the performance of agents and client satisfaction.
- Automatically classify the call nature, understand what are the hot topics, trends and other insight
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| Trial Application and Expected Outcome |
- Upload phone call audio files into the system, automatically transcribe the audio to text, including mixed language scenario. The proposed solution should return the transcription according to the spoken language(s)
- In mono recording audio files, able to indicate different speakers in the audio files, i.e. agent and client. The speaker role should be shown in the transcription.
- Detect specific content and characteristics in the conversation, e.g. greeting, wrap up message, silence time, speech speed etc. The proposed solution should customize a score card function to detect these.
- If any sensitive keyword is spoken, the proposed solution should able to detect it and show alert to draw supervisor/manager’s attention
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| Additional Solution Information |
Callinter_White_Paper_v20.11.pdf
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| Info on I&T Solution Provider |
| Solution Provider | : | Fano Labs Limited | | Address | : | Units 1507 - 1511, 15/F, 19W, 19 Science Park Avenue West, Hong Kong Science Park, Shatin, New Territories, Hong Kong | | Contact Person | : | Charles Wong |
| Position | : | Business Development Director | | Tel | : | 31022896 | | Email | : |
charles@fano.ai | | Webpage | : | www.fano.ai |
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